We've updated our support policy in an effort to address concerns from
customers about the lack of support with product subscriptions.  All product
subscriptions now include product support from us via the support forums.
This means that I will be providing support on the support forums daily, and
they are no longer only peer-supported.

However, in order to make the new policy work, we have had to prevent anyone
from posting messages in the support forums that does not have an active
subscription for the corresponding product.  So, you may not be able to post
any new messages until you renew your product subscription.

For more information, please see the blog post from Sam here:

http://www.elevatesoft.com/blog?action=view&id=subscription_policy_update

You should also be receiving an email directly from us concerning the
update.

If you have any questions, please feel free to contact Sam at
sales@elevatesoft.com.

Tim Young
Elevate Software
www.elevatesoft.com

On 08/07/15 06:54, Tim Young [Elevate Software] wrote:
> We've updated our support policy in an effort to address concerns from
> customers about the lack of support with product subscriptions.  All
> product subscriptions now include product support from us via the
> support forums. This means that I will be providing support on the
> support forums daily, and they are no longer only peer-supported.
>
> However, in order to make the new policy work, we have had to prevent
> anyone from posting messages in the support forums that does not have an
> active subscription for the corresponding product.  So, you may not be
> able to post any new messages until you renew your product subscription.
>
>

Thanks for the info Tim. What happens if you have downloaded the trial
to try out the product before purchasing and have questions? Should such
users email you directly?

--
Rick

Rick,

<< Thanks for the info Tim. What happens if you have downloaded the trial to
try out the product before purchasing and have questions? Should such users
email you directly? >>

Yes, we’ve made a point on the web site to make sure that this is clear to
those developers evaluating our products.

We're trying to get a handle on *actual* evaluators vs. people just
downloading our trial versions and using them, and this is a part of that
effort.  For example, for some time we’ve had issues with people using the
trial versions (or pirated versions) for long periods of time, and during
that time asking for support (and getting it) on the support forums.  Now,
they'll have to contact us directly and we can then determine who is a
legitimate evaluator vs. someone that is never going to pay us for anything.

Also, no offense to the great peer assistance offered here by everyone, but
I would like the initial experience of evaluators to include direct support
from us.  It gives us more opportunity to deal specifically with a potential
customer in ways that can't necessarily be done publicly here on the support
forums.

Tim Young
Elevate Software
www.elevatesoft.com

Tim Young [Elevate Software] wrote:

> I would like the initial experience of evaluators to include direct
> support from us

That's a good idea, but some people like to be less direct. My
suggestion would be that someone evaluating can get a short term access
to ask questions here, once they've talked to you. Indeed, that might
be a good offer for them to be interested in contacting you - they gain
access to posting here for a short time.

--

Matthew Jones

Matthew,

<< That's a good idea, but some people like to be less direct. My suggestion
would be that someone evaluating can get a short term access to ask
questions here, once they've talked to you. Indeed, that might be a good
offer for them to be interested in contacting you - they gain access to
posting here for a short time. >>

Yes, that might be something that we can do.

Tim Young
Elevate Software
www.elevatesoft.com